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Help and FAQ'S

Help:

If you require any help please either email us at customerservices@babyco.com.au or call as on (03) 9404 1235

FAQS

What are your shipping rates?
Shipping Rates Below: (all in AUD dollars)
- Victoria $5.00
- New South Wales $10.00
- Tasmania $15.00
- Perth $22.00
- Queensland $22.00
- South Australia $25.00
- Rest of Western Australia $35.00
- Northern Territory - This area will be quoted at the checkout after the post code has been entered
- Australian Captial Territory $10


When entering your delivery address, you will be required to pick the correct area of delivery which advises the shipping charge. NOTE: We do not ship to Hamilton Island. If you live in a rural area please make sure you click the extra $5.00 rural charge under "Payment Methods". Please take your time to select the correct area as if this is incorrect, this will delay your order. For Heavy items the above delivery fees may not apply and the freight amount will be calculated once items are in you cart. For Heavy items you will be advised via email from the courier company that your order is going to be delivered, if no one is home at the time of delivery an extra delivery fee will occur. Freight is based on each state and sometimes the correct freight price is no always calculated when checking out. We will contact you if this is the case, and advise of any extra delivery fees.

How do I know my order has gone through and payment has been confirmed?
When you process your order in the checkout, the page will notify you if your payment has been accepted or denied. If you are paying via direct credit you will receive an email from Babyco with the account name and number for you to transfer the money into. Once your payment has been received you will receive an email confirming that your order is now being processed and an email with your tracking number once your order has left our warehouse.

How will I know you have received my direct credit payment?
Please be aware that it can take up to 3 working days for your direct credit payment to clear and be allocated to your order. You will receive a confirmation email once your payment has been received and an email with your tracking number once your order has been processed through our warehouse.

When will my order be despatched?
We aim to have your order out the door with the courier as soon as we can.
Please allow:  5 – 10 business days for delivery of your order.
Around public holiday periods - please allow a few extra working days. During the Christmas period - please expect courier delivery to take a little longer than usual.
You will be sent a tracking number as soon as your order has left our warehouse so that you can track your order to your front door!

What happens if an item I purchased sells out and ends up being unavailable?
This is not a likely occurrence, however, sometimes we run out of stock after your shopping cart has been submitted. We try to avoid this frustration as much as possible. If this does happen to you, you will receive an email or phone call from us stating the product that is out of stock and whether you would like to exchange it for another product – with some options for you to choose from, or receive a refund.

Is there a cost if I decide to return my item via courier?
If you have ordered the wrong size, colour or have changed your mind about your order you will be charged for shipping costs to return it back Babyco in exchange for store credit or a gift card. If you receive an item which is faulty or broken Babyco are happy to replace the goods and pay for shipping cost.

I want to return items purchased online or in a store, what is your returns policy?
Should you change your mind we will happily provide an exchange or gift card subject to the following conditions;
Returned goods be accompanied with receipt. The goods returned within 14 days of delivery. The goods need to be in the original condition as purchased
The above does not apply to sale clothing, which are not returnable. Exchanges are to be at the expense of the customer if exchanged via post or courier. Alternatively customers can exchange items at any Babyco store with receipt of purchase.
If goods are faulty we will meet our obligations under the Consumer Guarantees Act but proof of purchase is required. Faulty goods must be returned to us as soon as possible. Freight charges will not be borne by you if you are located within Australia. If you are located outside Australia and you wish to return faulty goods to us (for repair or otherwise), then, to the fullest extent permitted by law, you will be responsible for the freight and handling charges associated with: (a) returning the goods to us; and (b) delivering any repaired or replacement goods back to you. We will advise you of the freight and handling costs associated with returning repaired or replacement goods to us in such circumstances and the repaired or replacement goods will not be sent to you until you have confirmed that you will pay the freight and handling costs.

Iv ordered the wrong item, what do I do?
In the case of ordering the wrong item you will need to let us know ASAP by emailing customerservices@babyco.com,au or calling our us on 03 9404 1235. We try and get our online orders on the courier as quickly as possible, if your parcel has already been processed and is on the courier you will need to either take a proof of purchase down do you closest store for an exchange or courier it back to us.

Do you take Gift Vouchers online?
Yes we do take Gift Cards Online. When you get to the payment screen if you want to pay by Gift Card you will need to enter the serial number off the back of the Gift Card.

Can I Layby Online?
Sorry we don't Lyaby online - You can Layby instore though.

What are the lay-by terms and conditions?

- Minimum layby value is $20

- Minimum 20% deposit applies to all lay-bys

- Clothing laybys have a term of 6 weeks, all other goods have a layby term of 3 months

- All laybys not picked up within 3 months will be cancelled

- A cancellation fee of $20 applies 

What are your Payment options:
You can either pay by credit card or direct credit (bank deposit)
Credit Card: To pay by Credit Card please call us on 03 9548 9443 and we will be happy to take payment over the phone.
Direct Credit: To enable direct credit payments to be correctly identified you will need to ensure in the reference section you enter your name and order number – you can find your order number on the top of your order. Payment via direct credit can take up to THREE WORKING DAYS to clear and be allocated onto your layby. If insufficient payment details are provided then there will be a delay in crediting your layby. When selecting the direct credit option when processing your layby you will be sent an email with Babycos account name and number for you to transfer the money.

How do I change any information that I supplied when I registered with you?
You can change any of your personal details in the “My Account” section located on the top left of Babyco home page. Click on “My Account” and then “Account Information”. Once here you can edit any of your information.

A part of my item is broken, do you stock parts?
Yes, we do stock parts! If you are looking for a part of an item which you brought from Babyco please email customerservices@babyco.com.au along with a picture of the part which is broken and the name of the product.

What is a promo code?
We may send special offers in our advertisements (TV, email, magazine etc) where you can use promotional codes either online, in store or both. Promotional codes or 'Promo Codes' entitle you to receive discounts on items between specified dates. To use a Promo Code online offer, simply type the code into the Promo Code area at checkout.Please make sure you read any Promo Code Terms and Conditions. Promo codes are not compulsory. If you do not have a promo code, you can bypass this section.